Job Title – Customer Success Manager\nCreatives, a fast-growing AI company with more than 20 years experience and 100 employees, empowering organizations with a trusted Data Foundation to make AI-driven, error-free decisions for our global customers.\nDepartment:\nGlobal Account Management\nJob Purpose:\nThe Customer Success Manager (CSM) is responsible for managing the post-sales customer relationship, ensuring successful adoption, retention, and growth of the company’s SaaS solutions The role requires a combination of account management, technical knowledge, and customer advocacy to maximize customer value and business outcomes.\nKey Responsibilities:\nCustomer Relationship Management\nServe as the primary point of contact for assigned customer accounts\nDevelop long-term partnerships and maintain regular engagement\nOnboarding & Adoption\nEnable effective adoption\nDevelop customer success plans aligned with client business objectives\nCustomer Retention & Growth\nMonitor customer health metrics, identify risks, and implement corrective actions\nOversee renewals, minimize churn, and identify upsell/cross-sell opportunities in collaboration with the account manager\nMonitor customer usage of Creactives solutions\nInteract with Service team to evaluate criticalities and establish priorities based on customer's needs\nAdvocacy & Feedback\nAct as the voice of the customer internally, sharing insights with Product, IT, and Leadership\nFacilitate case studies, references, and participation in customer advocacy programs\nOperational Excellence\nPrepare regular reports on customer satisfaction, adoption metrics, and business impact\nMonitor and guarantee compliance with SLA\n\nKnowledge, Skills & Competencies:\nStrong understanding of SaaS business models and customer lifecycle management\nExcellent communication, presentation, and interpersonal skills\nAnalytical and data-driven mindset with the ability to interpret customer usage metrics\nStrong problem-solving and conflict resolution abilities\nKnowledge of customer success platforms (e g Salesforce) and issue /project management software (e g Jira)\nAbility to work cross-functionally with Product, Sales, and IT Support teams\nExperience in supply chain/procurement is a plus\nKnowledge of ERP systems (e g SAP) is a plus\nProficient in business English;\nknowledge of any additional language is a plus\nMindset and Approach\nCustomer-centric mindset and consultative approach\nProactive, organized, and detail-oriented\nResilient under pressure and able to manage multiple priorities\nCollaborative team player with strong initiative\nExperience and Qualifications\n3–5 years of experience in Customer Success, Account Management, or related client-facing roles in a SaaS or technology-driven company\nBachelor’s degree in Business, Management, Marketing, Information Technology, or related field\nDemonstrated experience managing enterprise accounts\nWorking Conditions\nFull-time position, flexible hours\nLocation: Verona\nHybrid: 2 days remote at home 3 days in the Verona office\nMay require occasional travel to customer sites or company events